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Terms defined in the Agreement shall have the same meaning in this Rakuten Policy.

  • We provide a platform for Buyers to express their opinion via our shop review mechanism.
  • Shop review follows a star rating system, five stars being highest and one star being the lowest. Buyers can rate each transaction and can also leave a short comment.
  • Any review, or star rating left about a Merchant must be bona fide. Buyers should give Merchants every chance to resolve a complaint before leaving a critical rating.
  • Buyers must remain courteous to others at all times during their use of the shop review mechanism.
  • Shop review must be focused on the buying experience (e.g. were you happy with how your order was packaged and delivered? Did the Merchant provide a good customer experience? Did the Merchant provide a prompt resolution in respect of any issue raised? Would you buy from the Merchant again?).
  • Buyers and Merchants must not use the shop review system to manipulate the outcome of a sale; to influence or coerce the other; to solicit or encourage a purchase or sale outside Marketplace or otherwise than through the Services, or to influence any other Buyer or Merchant to act in a way that would breach any terms of their Agreement with us.
  • Merchants are expressly prohibited from leaving shop review about themselves, or any item offered for sale by them on Marketplace. Improper use or manipulation of the shop review system by Merchants will not be tolerated. We reserve the right to suspend or terminate a Merchant's account immediately if we have reasonable grounds to believe that they have directly or via a third party manipulated shop review.
  • Over time, Merchants will develop a score, showing what their average star rating has been to a maximum of 5. A Merchant's live average star rating will be shown clearly in the Merchant summary section of their shop. High Merchant shop review scores demonstrate a high quality Online Store.
  • We may suspend or terminate a Merchant's Online Store and/or access to the Services, if their shop review score drops below 4.00 stars and fails to recover within a reasonable timeframe. We reserve the right to determine the reasonable timeframe in our sole discretion.
  • We reserve the right to remove shop review in our sole discretion, including without limitation if the shop review :
    • isn't directly related to the buying experience;
    • relates to a review of the item (shop review is to rate the services of the Merchant, not the item). Product reviews should be left against a purchased product via the My Orders page
    • relates to a complaint about the price of the item;
    • contains content of a promotional nature such as comments about or links to other merchants or websites;
    • contains swearing, obscene or abusive language;
    • contains personal information; or
    • is irrelevant or does not make sense.
  • If a Merchant considers shop review left by a Buyer to be unfair, they can request for it to be removed by contacting Merchant Helpdesk at merchant.heldesk@rakuten.co.uk.
  • All reviews, feedback and ratings may be published on Marketplace, made available for viewing by other Buyers and Merchants and syndicated to other websites and publications of the Rakuten Group. Shop review may be displayed for as long as we consider appropriate.
  • Buyers and Merchants agree not to hold us responsible for any shop review or ratings published on Marketplace, hold us harmless against any claim or action brought by third parties arising out of or in connection with any shop review posted by them and release us from and waive all rights against us in respect of any liability arising out of or in connection with the publication of any comments about them in the shop review and rating system.
Request ID: 6e83edd9bfa5278c1c65ee3556fae4c2